June 22, 2010

I love when a company takes responsibility for its mistakes, but it’s even more impressive when a company steps up to solve a problem that they didn’t even cause.

Case in point: the order from Philosophy that the post office saw fit to return to sender instead of deliver to me, sitting here in my office in the center of Philadelphia, at a well-known address. Apparently the handoff went fine from Fedex, but a postal employee couldn’t – or wouldn’t – figure out what to do with the correctly addressed package.

So I called Philosophy’s customer care line and before I could say a demanding word, the representative cheerfully offered to send replacements immediately so I’d get my order in a day or two. Let me make that clear: no blame-shifting, no having to call a supervisor. Just an employee making it right for a customer.

Cristina, you not only have great products, you empower your employees to stand behind them – no matter where the fault for non-performance lies.